Client Account Services Manager

Working with two of the most globally recognised sporting and lifestyle retail brands, this Client Account Service Manager will partner with them to ideate, develop and deliver innovative in-store POS solutions and displays.

Working with a dedicated Production Manager and team, you will be customer facing and project manage the end-to-end process from design through to manufacture and delivery/install. Projects will be varied across flat print, 3D retail display, digital display, store supplies - anything the client needs, we will generally find a way of delivering.

Whilst you will be part of a close-knit Sales team and responsible for financial reporting, forecasting, achieving budgets and organic growth within your client portfolio, Customer Relationship Management is key here and is at the forefront of this role. You will be accountable, hands-on, detail-orientated, and up to the challenge of troubleshooting when issues arise.

**Roles & Responsibilities**
- Maintain a strategic perspective of client needs to ensure effective delivery of brief and project and client satisfaction and retention.
- Focus, manage, coordinate, and support the teams that collaborate to deliver work for our portfolio of clients:

- Client Relationship
- Creative Design Advisory
- Production and Project Management
- Sourcing
- Maintaining excellent records of client accounts
- Effective management reporting on the status of clients and forecast
- Build and preserve trusting relationships with new and existing clients
- Manage and develop major accounts
- Identify opportunities to win new business
- Qualify client needs and challenges and recommend creative solutions
- Utilise client pain points to strategize and expand project scope and revenue
- Prepare and lead client presentations
- Provide exceptional customer service to clients
- Troubleshoot and resolve client complaints and queries quickly and effectively and escalate as necessary
- Update and maintain client and project details in Workfront and HubSpot
- Act as the day-to-day liaison between the client and all other departments, contacts, and suppliers.
- Develop project plans, scope, and schedules
- Work with the Design team to define design strategies and concept designs and specifications.
- Manage variations to project deliverables
- Drive project execution internally with all key stakeholders to ensure projects are delivered to budget and deadline
- Prepare and present project reports (budgets, schedule, risks, issues, briefing papers etc.)

**Skills & Experience**
- A proven background in Account Management/Senior Account Management, VM, Print/Display production or Retail Marketing.
- 3-5 years industry experience is desirable, and Agency experience (design or production) will be beneficial.
- The ability to build and maintain positive ongoing relationships with clients
- Be open to future business development opportunities and new customers
- Deliver opportunities for other Fusion entities within your portfolio of customers
- Engage with other Fusion entities regarding creative, digital and procurement deliverables
- Experience and knowledge of all print formats - Large Format, digital, offset, 3D printing
- Preferably experienced in 3D display - understanding materials, manufacturing methods, finishes etc.
- Proficiency in Excel, InDesign or PowerPoint and Google Docs
- Experience using CSM software, such as Hubspot
- Ability to communicate internally with other key functions, and externally with the clients
- Exceptional time management skills, allowing you to meeting project deadlines in a timely manner.
- Take the initiative required to provide clients with cost savings, print solutions, product knowledge and support to aid their business and creative objectives.

**Salary**: $51,946.51 - $114,679.41 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Port Melbourne VIC: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)